Enter and view: Heywood GP Surgery, North Somerset

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Summary of report content

An announced visit carried out by 1 authorised representative and involved a meeting was held with Practice Manager, interview with 2 patients, website research and call to out of hours service. Three prompt questions used to establish instances of good practice, evidence change occurring because of patient feedback and identify potential improvements with Practice Manager.

Findings:

• Practice linked into the voluntary car scheme

• A duty team to triage patients (doctor, nurse practitioner and trainee doctor)

• Practice joined the Woodspring MSK (Musculoskeletal Assessment Service), this give GPs the opportunity to send patients for an assessment to 4 venues within BNSSG (Bristol, North Somerset and South Gloucestershire) area.

• Reception staff received frontline customer service training and care navigation training

• Clarity over messages for patients when using the telephone booking system.

• Face to face patient participation group to complement the virtual group and a comments box in reception.

• Practice considering a text reminder service for patients.

Healthwatch North Somerset recommends the following:

• To provide information about the catchment area and how to register as a new patient on the website.

• To remove the NHS Direct Logo.

• To inform patients that Saturday appointments are available and update the website.

Response Received from Practice:

• Catchment area is live on website with information on how to register at the practice.

• NHS Direct Logo removed from website.

• Improving access to general practice: evening and weekend appointments now available

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General details

Local Healthwatch
Healthwatch North Somerset
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Service Evaluation
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Building, Decor and Facilities, including health and safety
Parking and transport
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Complaints
Consent, choice, user involvement and being listened to
Remote appointments and digital services
Written information, guidance and publicity
Other
Medication, prescriptions and dispensing
Caring, kindness, respect and dignity
Staffing - levels and training
Quality of treatment
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Interviews
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Name of service provider
Heywood Family Practice - Primary Care Service

Details of people who shared their views

Number of people who shared their views
3
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Pregnancy/maternity
N/A
Types of long term conditions
Other
Does this report feature carers?
Not known
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0
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